FMCSA Complaint Center

FMCSA is seeking to rename the “National Consumer Complaint Database (NCCDB)" ICR, to the "FMCSA Complaint Center" ICR. FMCSA is modernizing its complaint system and expanding the program. The six current collection instruments are being combined in one, central collection that can accommodate a total of 12 complaint categories. FMCSA maintains online information and resources to assist consumers, drivers, and others associated with the motor carrier industry to file complaints regarding household goods carriers, third party intermediaries (brokers and freight forwarders) and their financial responsibility providers, hazardous material (HM) carriers, property carriers, cargo tank facilities, and passenger carriers. The respondents of the collection therefore are the public, consumers, drivers, and the motor carrier industry. The Complaint Center allows the public and FMCSA staff to submit complaints using an online form which lists individual violations of the Federal Motor Carrier Safety, Hazardous Material, and Commercial Regulations. The collection is voluntary and is one of reporting and disclosure. The purpose of the collection is to collect data by this system for FMCSA enforcement staff and state agencies to, among other things: help improve motor carrier safety enforcement; improve consumer protection by ensuring that moving companies use fair business practices; and identify and address passenger carrier discrimination and service issues. There is no determined collection frequency, the information is collected as needed. Complainants may visit the FMCSA Complaint Center online at http://nccdb.fmcsa.dot.gov, where they will be guided through the process of filing a complaint. The information reported and disclosed is information concerning the incident(s) that lead to different types of complaints concerning truck safety, moving companies, brokers, violations of the American Disabilities Act, bus safety, bus service, cargo tank facilities, and/or hazardous materials regulations. The online interface then leads them through the process by soliciting information about the incident giving rise to the complaint, contact information for the complainant (for follow up purposes), and company information. They also have the ability to upload supporting files/documents if any exist. DOT receives the information. At the end of the process, each complaint is submitted to the Complaint Center, where it is directed to the proper FMCSA or DOT office for investigation.

The latest form for FMCSA Complaint Center expires 2028-09-30 and can be found here.

IC-1: Moving Company

Federal Enterprise Architecture: Transportation - Ground Transportation